Archived: Tower Bridge Homes Care Limited - Baytree Court Also known as Baytree Court

Baytree Court provides support for up to 34 older people and people who may be living with dementia in one adapted building. There were 34 people receiving a service at the time of this inspection.

People's experience of using this service and what we found

We received very positive feedback from people about the support provided to them. People said they felt safe and staff were respectful. Relatives also provided positive feedback about the management of the service and the good standard of care their family member received.

Staff had positive links with health care professionals, which promoted people's wellbeing.

Care and support were tailored to each person's needs and preferences. People and their relatives were fully involved in developing and updating their planned care.

Staff had received training and support to enable them to carry out their role. Recruitment checks were carried out to ensure staff were suitable to work in the service.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interest; the policies and systems in the service supported this practice.

The registered manager led by example to ensure people received a good service. People and staff told us the registered manager was approachable and listened to them when they had any concerns. All feedback was used to make continuous improvements to the service.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was Good (published 22 March 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our reinspection programme. If we receive any concerning information we may inspect sooner.

This unannounced inspection took place on 13 and February 2017. The last inspection of the service took place in December 2014. The service was rated as ‘Good’ overall and ‘Outstanding’ for the key question ‘Is the service Responsive?’

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People who used the service were supported by staff who had been recruited safely following the completion of appropriate checks. Assessments of people’s care and support needs were undertaken regularly to ensure staff were deployed in suitable numbers. Staff had been trained to protect people from abuse and avoidable harm and knew what action to take if the suspected abuse had occurred. The registered provider had developed plans to deal with foreseeable emergences which included guidance to enable staff to evacuate people safely in an emergency. People received their medicines as prescribed and suitable arrangements were in place to manage medicines safely.

People who used the service received care and support from staff who had completed a range of training to ensure they had skills and abilities to support them effectively. Staff received effective levels of supervision, appraisal and professional development. The principles of the Mental Capacity Act 2005 were followed within the service and staff were aware of how to gain consent from people. People ate a healthy and balanced diet of their choosing. When concerns with people’s health and welfare were identified relevant professionals were contacted for their advice and guidance.

People’s needs were met by caring, attentive and considerate staff. Staff and the registered manager took practical action to achieve meaningful outcomes in people’s lives. The staff team had worked within the service for a number of years which meant they knew people well and had built a trusting and supportive relationship with them. People were treated with dignity and respect by staff and encouraged to express their views. People, relatives and healthcare professionals were complimentary about the service and the support people received.

Pre-admission assessments were completed before people moved into the service and the information was used to develop person centred care plans. As people’s needs changed or developed their care plans were updated to reflect their needs and provide up to date guidance for staff. People were encouraged to take part in activities and follow their hobbies and interests. The registered provider had a complaints policy in place that was displayed within the service; records showed very few complaints had been received.

The registered provider’s quality assurance system included audits, checks, observations and service user feedback. During the inspection it was apparent the system did not review monitoring records which had not always been completed appropriately. We discussed this with the registered manager who was receptive and took immediate action to rectify the shortfall. The manager understood and fulfilled their responsibilities to report accidents, incidents and other notifiable incidents to the CQC as required. Meetings were held with staff and people who used the service to ensure their views were known and could be acted upon. People, their relatives, staff and healthcare professionals spoke positively about the registered manager.

People's comments about their care were mainly positive. Comments made to us by relatives included, 'I am very happy with how they care for my mother,' and 'She is settled and loves her room and has been doing very well.'

People spoke very positively about its cleanliness. Comments included, 'Cleanliness is very good,' and 'They do cleaning every day and they come round and inspect your room.' One relative commented, 'It is spotless.'

There were effective recruitment and selection processes in place. People's comments about the staff that worked with them were mainly positive. Relatives' comments included, 'The staff have always been lovely how they interact with my mum ' I could hear my mum laughing when I came in,' and, 'The staff are absolutely excellent with my mother.'

People were clear about how to make a complaint. One person told us, 'I would report any complaint to the manager; I have complained once and the manager sorted it.' Another person said, 'If you have a problem, just ask them and they will do it if it is within their power. I would make a complaint to the senior or the manager. I'm aware of the information about how to make a complaint.'